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Gartner Positions Eptica in Its 2011 Magic Quadrant for CRM Web Customer Service

By Calvin Azuri
TMCnet Contributor

Eptica, a provider of multichannel customer interaction software, announced that it has been positioned by Gartner (News - Alert) in the 2011 Magic Quadrant for CRM Web Customer Service making it one among 13 companies across the globe to be positioned in the Gartner Magic Quadrant for CRM Web Customer Service providers. Eptica was included in the quadrant based on the 26 percent growth the company reported in 2010 in addition to reporting an increase in its sales by 22 percent within the first six months this year.

According to Gartner, "more than 82 percent of multichannel product buyers prefer a more comprehensive WCS suite, as opposed to a stand-alone single-channel or point-based product. The most often quoted technological reason is an attempt to avoid the problems, efforts, and costs associated with trying to integrate multiple disparate channel solutions from a plethora of point-based product solution sets."

Eptica's Web Customer Service solutions have been designed to support setting up of multichannel customer interaction hubs, providing a single platform for managing email responses, and for knowledge resources and customer self-service to deliver support across multiple channels, organizations, suppliers and languages. A number of essential rules for identification, routing and business have also been designed to enhance and support multi level customer interaction between different parties involved. The company also provide on-premises and SaaS options for customers.

In a release, Olivier Njamfa, President and CEO, Eptica, said, “To be recognized by Gartner in the 2011 Web Customer Service Magic Quadrant for is a fantastic achievement that we believe really underlines the value our software provides customers. Our value is enabling businesses to take control and effectively manage customer interaction, including social media, so that they can be more efficient and deliver great service whichever channel their customers contact them through"

Eptica's suite of solutions include an easy to use knowledgebase comprising of an exhaustive customer and agent interaction resource which can help improve the process of enquiries and answers. Eptica's offering also delivers increased track and trace visibility and provides multichannel recording of customer agent interaction in addition to capabilities which include full recording of cross-channel interactions in a single customer record enabling a comprehensive viewing of customer interaction. The mobile customer service makes it easy for inquiries to be received via SMS which can be then processed by agents over a different channel. Furthermore, SMS text featuring self-service URLs can help direct the customer to the correct information source.

Enhancing the company's broad range of solutions is the Social Media Interaction Management suite (fully integrated solution) which has been designed to integrate into the current customer service platform of a business enterprise customer and is capable of supporting customer interaction over social media platforms such as Facebook (News - Alert) and Twitter.